Matt, How Do You Effectively Communicate Technical Information to Customers Unfamiliar With HVAC Terminology?
In this edition of "HVAC Skill Builder," Matt discusses how to effectively communicate technical information to customers unfamiliar with HVAC terminology.
How do you effectively communicate technical information to customers unfamiliar with HVAC terminology? When it comes to a call taker or dispatcher standpoint, it is very, very important that these call takers and dispatchers have some type of baseline knowledge when it comes to HVAC. For example, they need to understand what the role of a thermostat is. Basically, that’s going to help you control temperature and humidity. They also need to understand some of the most common parts, such as a capacitor, a contactor, a relay, and be able to explain that on a fifth grade level. And from experience when I happened to work in a call center or dispatch center in the HVAC industry, when I first started, I took all these very simple terms and I was able to sit down and explain to them to someone in my family who was not technical and get the feedback from them based on what I told them. So again, it’s really, really important that folks that are going to be taking the calls and dispatching technicians have a very, very basic understanding of some of the most common parts in an HVAC system. And if you don’t know anything about those right now, take the time to have a technician in your company explain those to you so you can better serve the customer.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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Posted In: HVAC Skill Builder, Technical Tips
